Zensar Technologies—ServiceNow Operations

Job description

Description: J5+ years of experience with ServiceNow platform as Development/Operations/Administration Proven expertise in managing the ServiceNow Platform in large enterprise environment. Strong Knowledge of ITSM Processes and Modules (Incident, Problem, Change, CMDB, etc) Proficiency in Java Script, Flow Designer, Business Rules, Script includes and UI Policies. Experience with ServiceNow ITOM (including Discovery, Event Management, Service Mapping) is a plus Exposure to HRSD, SecOps or GRC modules is preferred Strong knowledge of ITIL, Agile and DevOps Methodologies Strong experience with ServiceNow configuration, scripting, integrations (REST, SOAP APIs), and automation Excellent communication and documentation skills Certifications (Required): ServiceNow Certified System Administrator (CSA) is must Certifications (Preferred): ServiceNow Certified Application Developer ServiceNow Certified Implementation Specialist (CIS) – ITSM, ITOM, HRSD, or SecOps ITIL v4 Foundation or higher Location: Hyderabad/NOIDA/Gurugram Timings: 2 PM till 10:30 PM(IST) Key Responsibilities: - Manage and oversee the day-to-day operation, stability, health, and performance of the ServiceNow platform, including system administration, user administration, instance monitoring, and proactive issue resolution. - Administer, maintain, and enhance core ServiceNow modules such as ITSM, ITOM, HRSD, CMDB, Asset Management, and custom applications while ensuring platform scalability, reliability, and alignment with business requirements. - Serve as the technical escalation point for complex platform issues, leading troubleshooting efforts for critical incidents, root cause analysis, and permanent remediation activities. - Participate in and provide technical inputs during Major Incident Management (P1/P2) events, ensuring rapid triage, stakeholder communication, service restoration, and post-incident reviews. - Manage and prioritize ServiceNow Incident, Request, Problem, and Defect queues, ensuring timely resolution of platform issues, service degradations, and operational risks while adhering to established SLAs. - Design, implement, support, and optimize integrations with enterprise applications using REST, SOAP, MID Servers, IntegrationHub, SSO, and other ServiceNow integration technologies. - Lead platform lifecycle activities including upgrades, patching, cloning, instance migrations, plugin implementations, and release management while minimizing business disruption and ensuring operational readiness. - Establish and maintain platform governance standards, including security controls, access management, segregation of duties (SoD), audit readiness, compliance requirements, and adherence to organizational policies. - Partner closely with ServiceNow Architects, Product Owners, Business System Analysts (BSAs), Developers, and Infrastructure teams to ensure solution quality, technical consistency, performance optimization, and long-term maintainability. - Review and provide solutions to application design, development approaches, customizations, integrations, and configuration decisions to ensure alignment with ServiceNow best practices and platform roadmap. - Drive continuous service improvement initiatives by identifying opportunities for automation, workflow optimization, AI-enabled capabilities, operational efficiencies, and cost reduction across business processes. - Perform platform health assessments, technical debt reviews, performance tuning, system diagnostics, and proactive capacity planning to ensure optimal platform performance and availability. - Support data quality initiatives, ensuring data integrity and configuration compliance. - Lead implementation of monitoring, alerting, and operational support processes to improve platform resilience, reliability, and overall user experience. - Develop, maintain, and continuously improve technical documentation, architecture diagrams, operational procedures, support runbooks, knowledge articles, and disaster recovery documentation. - Mentor and provide technical leadership to junior administrators and developers through knowledge sharing, code reviews, troubleshooting guidance, and best practice recommendations. - Support Agile delivery practices by participating in sprint planning, backlog refinement, technical estimation, release planning, and cross-functional collaboration activities. - Stay current with ServiceNow product roadmap, emerging platform capabilities, industry best practices, and new releases, recommending innovations that deliver measurable business value.